At a Glance
- Tasks: Lead a dynamic Customer Experience Team to deliver exceptional service and maximise sales.
- Company: Join a leading theatre company committed to inclusivity and customer satisfaction.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Inclusive workplace welcoming diverse backgrounds and supporting individuals with disabilities.
- Why this job: Be at the forefront of creating memorable experiences for customers in a vibrant environment.
- Qualifications: Experience in team supervision and a passion for excellent customer service.
The predicted salary is between 30000 - 40000 £ per year.
You’ll report to the Customer Experience Manager and be responsible for the Customer Experience Team. The Supervisor assists the Customer Experience Management team to lead a strong Front of House operation, ensuring that a cost effective and customer focused range of services are consistently provided to the highest standards. The successful candidate will supervise a team that will deliver and exceed targets; and proactively contribute to the venue’s profitability by initiating ideas, systems and projects which will maximise sales and minimise costs. They will support a positive, forward thinking, innovative and customer focused culture within the team and to develop and nurture a strong multi-skilled and adaptable workforce. Ensuring that the customer is at the centre of everything we do, and that the wider team have a continuous awareness of and will deliver and exceed all customers’ expectations. The successful candidate will build and protect key relationships with Customers, Promoters, external suppliers and internal colleagues.
Please note, your role may involve working with children or vulnerable people.
Key responsibilities- Supervise the Customer Experience Team to deliver a seamless Front of House operation.
- Support the Front of House operation to ensure aspects can be flexed to help achieve greater profits and assist with the implementation of new procedures.
- Ensure the team are maximising all sales at every opportunity whilst keeping shift length to a minimum.
- Ensure the Front of House operation is presented to the highest standard.
- When required, to assist with the merchandise reconciliation and ensure it is accurate.
- Positively communicate with customers on all feedback received during a performance.
- Deliver excellent customer service at all times.
- Support the team in creating a strong customer centric culture.
- Support building relationships with both internal and external contacts, maintaining high levels of customer satisfaction at all times.
- Maximise sales and support the delivery of all Key Performance Indicators, which include, but are not limited, to Spend Per Head.
- Liaise with internal colleagues to ensure an excellent customer experience and maximise sales opportunities.
- If required, undertake the role of Cashier alongside Supervisory duties.
- Supervise and motivate staff as required, monitoring, and appraising their performance and assisting with any training required for their future development.
- To support, where necessary, with the recruitment and selection of staff.
- Respond to the requirements of staff during a shift e.g. till problems, change requests, queue management.
- Assist with supervising the health and safety of all customers during their visit to the theatre.
- To act as a level marshal in the event of an emergency situation/evacuation.
- Be knowledgeable of ATG’s policies and procedures and ensure that these are consistently adhered to by all team members.
- Any other duties as reasonably requested.
- Experience of supervising a team to maximise sales and consistently achieve targets.
- Customer service experience.
- Excellent verbal and written communications skills.
- Creative problem solver and confident decision maker.
- Ability to use initiative.
- Skilled in complaint resolution.
- Experience of working in a fast-paced environment, managing multiple projects at once.
- Proactive and flexible attitude, particularly in approach to unsociable / long working hours.
- Ability to effectively prioritise.
- Positive and purposeful, with ability to think creatively to drive revenue and reduce costs.
- Enthusiasm for/ interest in the theatre and the work of ATG, and ability to positively and pro-actively engage with all staff at all levels.
- Absolute attention to detail.
We strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce. We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible. If you’d like to discuss accessibility prior to applying, please email recruitment@atgentertainment.com for a confidential discussion.
Customer Experience Supervisor - London employer: ATG ENTERTAINMENT
As a Customer Experience Supervisor at our London venue, you will thrive in a dynamic and inclusive work environment that prioritises employee growth and development. We offer competitive benefits, a strong focus on teamwork, and the opportunity to engage with a diverse range of customers and colleagues, all while contributing to the vibrant culture of the theatre. Join us to be part of a forward-thinking organisation that values creativity and innovation in delivering exceptional customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Supervisor - London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage with potential employers on social media. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how you can contribute to their customer-centric approach. Show them you're not just another candidate!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Experience Supervisor. Highlight your leadership skills and how you've maximised sales in previous roles.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace Customer Experience Supervisor - London
Some tips for your application 🫡
Show Your Customer Focus:Make sure to highlight your experience in customer service and how you've gone above and beyond to meet customer needs. We want to see that you truly understand what it means to put the customer at the centre of everything we do.
Be Specific About Your Experience:When detailing your previous roles, be specific about your achievements. Use numbers and examples to show how you’ve maximised sales or improved team performance. This helps us see the impact you've made in past positions.
Keep It Professional Yet Personal:While we love a friendly tone, remember to keep your application professional. Share a bit of your personality, but ensure it aligns with the role and our company culture. We’re looking for someone who can connect with both customers and colleagues.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at ATG ENTERTAINMENT
✨Know Your Customer Experience
Familiarise yourself with the key responsibilities of a Customer Experience Supervisor. Understand how to lead a team effectively and ensure customer satisfaction is at the forefront of operations. Be ready to discuss specific examples from your past experiences where you’ve successfully maximised sales and enhanced customer service.
✨Showcase Your Leadership Skills
Prepare to demonstrate your ability to supervise and motivate a team. Think of instances where you’ve resolved conflicts, trained staff, or improved team performance. Highlight your proactive approach and how you’ve contributed to a positive work culture in previous roles.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and decision-making abilities. Prepare for scenarios related to customer complaints or operational challenges. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Engage with Enthusiasm
Show your passion for the theatre and customer service during the interview. Research the company’s values and recent initiatives, and be prepared to discuss how you can contribute to their goals. A positive attitude and genuine interest can set you apart from other candidates.
